Objectives

Support Orange with 5 programmes:

• “The incomparables” programme: choose the incomparables specific to each country
• ‘Exemplary service” programme: establish a single model for customer service at all contact points
• “Redesign” programme: service, store and intervention
• “Digital ready” programme: support marketing players in designing natively digital offers
• “Manager Essentials 2020” programme: support the managerial transformation

Methodology

• Methodology for identifying drivers of differentiation through experience
• Make the experience operational
• Single approach to managerial transformation by instilling a new culture
• 25 high-level certified coaches to support managers

Deliverables

• Design of a method to choose the customer experience “incomparables”
• Implementation support in the 3 pilot countries
• Establishment of 6 principles for exemplary service, and co-construction of use cases with 50 heads of operational units of Orange France
• Evaluation of customer services, stores and intervention units, establishment of target operational models (organisations, processes, make or buy, KPI) and transformation plans
• Implementation of the marketing transformation via the “digital ready” approach in 3 countries
• Design of the managerial transformation system for Orange France and support with the training/coaching of 5,800 managers